City of Austin Performance Report 2015-16

Percentage of Clients Indicating They Would Schedule Another Event at the Convention Center Facilities 

Measure Description
Achieving a high customer satisfaction rating is key to attracting repeat business, which increases departmental revenue. This key performance indicator uses data collected from an internal Customer Satisfaction Survey on whether the client would consider rescheduling (or scheduling) future events at Austin Convention Center Department (ACCD) facilities.
Calculation Method
The Customer Satisfaction Survey is automatically transmitted to all contacts on the booking list from the booking system. Client survey collection and reporting is automated and handled by an online application system, which is maintained by the City’s Communications and Technology Management (CTM) Department. The survey identifies operational activity areas within the department and asks customers to rate each activity. This survey concludes by asking a few “Yes”, “No”, or “N/A” questions. Results for this portion of the survey are calculated by identifying the total number of positive responses (Yes responses) divided by the total number of respondents who expressed an opinion about the question. This measure excludes “N/A” responses.
FY 2015-16 Results
In FY 2015-16, 97.1% of clients indicated that they would be willing to return to Austin Convention Center Department (ACCD) facilities. These results exceeded the 95% goal.
Assessment of Results
The FY 2015-16 results of 97.1% are slightly below the previous year’s result of 99.1%, due in part to challenges with construction and other uncontrollable activities near the Convention Center. There were 361 surveys distributed with 145 responses, which represents a 24% increase in the number of responses received over last year. The results of this measure remain high, primarily due to ACCD staff’s diligence in providing exemplary customer service. The central mission of the department is to provide outstanding event facilities and services to customers so they have a positive experience.
Next Steps
In addition to analyzing the results of the responses received from the Customer Satisfaction surveys, the Department schedules meeting with clients after their events to discuss their experiences at ACCD facilities. The feedback provided is invaluable to assisting staff in providing the best possible facilities and services for future events. For FY 2016-17, the client survey invitation, response collection, and reporting processes are now automated and controlled by an external vendor.
Contact Information
For more information contact Amy Harris, Sales & Events Manager, at (512) 404-4244.